Diagnosing printer toner and other SNMP problems

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Main.DiagnosingSNMPIssues History

Hide minor edits - Show changes to output

May 16, 2019, at 02:08 AM by Tim Shimmin -
Changed lines 65-67 from:
# For each printer you have problem with, gather these details:
  * The text file create with the above command
  * The make/model of printer
to:
# For each printer you have a problem with, gather these details:
  * The text files created with the above command
  * The make/model of the printer
Changed line 69 from:
  * If possible, the device's serial number.
to:
  * If possible, the printer's serial number.
May 16, 2019, at 02:05 AM by Tim Shimmin - fix typo
Changed line 61 from:
  * On Linux or iPrint: Open a shell session a change to the "/home/papercut/providers/print/linux-x64" directory.
to:
  * On Linux or iPrint: Open a shell session and change to the "/home/papercut/providers/print/linux-x64" directory.
May 16, 2019, at 02:04 AM by Tim Shimmin -
Changed line 58 from:
# Open a command prompt or terminal window and navigate to the PaperCut pc-print-monitor directory.
to:
# Open a command prompt or terminal window and navigate to the PaperCut print provider directory.
May 16, 2019, at 02:03 AM by Tim Shimmin -
Changed line 57 from:
# Log on to the server running PaperCut as an administrator.
to:
# Log on to the server running PaperCut.
May 16, 2019, at 02:02 AM by Tim Shimmin - Use pc-print-monitor for dumps as it is more efficient. Also use OID sub hierarchies.
Changed lines 55-56 from:
If all of the above is correct and PaperCut is still not retrieving SNMP information from a particular printer, please help us troubleshoot the problem by running our snmp-tool to gather diagnostic information following the steps below:
to:
If all of the above is correct and PaperCut is still not retrieving SNMP information from a particular printer, please help us troubleshoot the problem by running our pc-print-monitor command to gather diagnostic information following the steps below:
Changed lines 58-62 from:
# Open a command prompt or terminal window and navigate to the PaperCut snmp-tool directory.
  * On Windows: open a Command Prompt window and browse to "C:\Program Files\PaperCut MF\server\bin\win"
  * On Mac: Open a Terminal window and browse to "/Applications/[=PaperCut=] MF/server/bin/mac".
  * On Linux or iPrint: Open a shell session a change to the "/home/papercut/server/bin/linux-x64" directory.
# Run the following command for each problem printer (adjusting the IP address and filename as appropriate): @@server-command snmp-tool 192.168.1.20 dump > savepath\myprinter.txt@@.
to:
# Open a command prompt or terminal window and navigate to the PaperCut pc-print-monitor directory.
  * On Windows: open a Command Prompt window and browse to "C:\Program Files\PaperCut MF\providers\print\win"
  * On Mac: Open a Terminal window and browse to "/Applications/[=PaperCut=] MF/providers/print/mac".
  * On Linux or iPrint: Open a shell session a change to the "/home/papercut/providers/print/linux-x64" directory.
# Run the following commands for each problem printer (adjusting the IP address and filename as appropriate):
  * @@pc-print-monitor -h 192.168.1.20 -W 1.3.6.1.2.1.43 -o savepath\myprinter.prt@@
  * @@pc-print-monitor -h 192.168.1.20 -W 1.3.6.1.2.1.25 -o savepath\myprinter.res@@
Changed lines 76-80 from:
From PaperCut version 19.0, the Application Server provides SNMP version 3 support. In order to do the previously mentioned ''dump'' and ''toner'' sub-commands when using the ''snmp-tool'', there are new options to set for the `SNMPv3 configuration information.

An example of doing an `SNMPv3 dump on a Toshiba device:

@@server-command snmp-tool toshiba-hostname -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP dump > savepath\myprinter.txt@@
to:
From PaperCut version 19.0, the Application Server provides SNMP version 3 support. In order to do the previously mentioned ''toner'' sub-command when using the ''snmp-tool'', there are new options to set for the `SNMPv3 configuration information.
April 17, 2019, at 05:22 AM by Tim Shimmin - Talk about SNMPv3 security failures
Changed lines 12-13 from:
Note that from PaperCut version 19.0 onwards, PaperCut also supports SNMP version 3 for Toner, Model and Serial number.  A printer can be enabled for SNMP v3, by checking the box in the Printer Details page and entering the relevant SNMP v3 configuration information.
to:
Note that from PaperCut version 19.0 onwards, PaperCut also supports SNMP version 3 for Toner, Model and Serial number.  A printer can be enabled for `SNMPv3, by checking the box in the Printer Details page and entering the relevant `SNMPv3 configuration information.
Changed lines 16-17 from:
* For SNMP version 1 (used by default when SNMP v3 is disabled) PaperCut must know the SNMP Community String of the printer (unless it's still set to the default of 'public').
* For SNMP version 3, the security configuration information must be correctly set on the Printer Details page to match with the SNMP v3 settings on the network printer. This includes: context-name, username, authentication password, privacy/encryption password, authentication protocol and privacy/encryption protocol.
to:
* For SNMP version 1 (used by default when `SNMPv3 is disabled) PaperCut must know the SNMP Community String of the printer (unless it's still set to the default of 'public').
* For SNMP version 3, the security configuration information must be correctly set on the Printer Details page to match with the `SNMPv3 settings on the network printer. This includes: context-name, username, authentication password, privacy/encryption password, authentication protocol and privacy/encryption protocol.
Changed lines 47-49 from:
If PaperCut cannot determine a printer’s toner level or model, make sure the printer has SNMP enabled. In the case of using SNMP version 1, make sure that SNMP v1/v2 is enabled and that read access is turned on for the "public" community string.  If a different community string is used, this can easily by changed by editing the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ (since PaperCut version 16).  ''Note that these steps are different from changing the SNMP community string for Hardware Checks - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''
In the case of using SNMP version 3 (available since PaperCut 19.0), make sure that SNMP v3 is enabled on the printer and that each of the 6 configuration settings (context-name, username, authentication password, privacy/encryption password, authentication protocol and privacy/encryption protocol) are all correct and matching with the Printer Details page.
to:
If PaperCut cannot determine a printer’s toner level or model, make sure the printer has SNMP enabled. In the case of using SNMP version 1, make sure that `SNMPv1/v2 is enabled and that read access is turned on for the "public" community string.  If a different community string is used, this can easily by changed by editing the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ (since PaperCut version 16).  ''Note that these steps are different from changing the SNMP community string for Hardware Checks - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''
In the case of using SNMP version 3 (available since PaperCut 19.0), make sure that `SNMPv3 is enabled on the printer and that each of the 6 configuration settings (context-name, username, authentication password, privacy/encryption password, authentication protocol and privacy/encryption protocol) are all correct and matching with the Printer Details page.
Changed lines 72-77 from:
!! Debugging SNMP v3

From
PaperCut version 19.0, the Application Server provides SNMP version 3 support. In order to do the previously mentioned ''dump'' and ''toner'' sub-commands when using the ''snmp-tool'', there are new options to set for the SNMP v3 configuration information.

An example of doing an SNMP v3 dump on a Toshiba device:
to:
!! Debugging `SNMPv3

From
PaperCut version 19.0, the Application Server provides SNMP version 3 support. In order to do the previously mentioned ''dump'' and ''toner'' sub-commands when using the ''snmp-tool'', there are new options to set for the `SNMPv3 configuration information.

An example of doing an `SNMPv3 dump on a Toshiba device:
Changed lines 80-81 from:
An example of doing an SNMP v3 toner retrieval on a Toshiba device:
to:
An example of doing an `SNMPv3 toner retrieval on a Toshiba device:
Added lines 101-107:

!! `SNMPv3 Errors
The following errors are worth watching out for in the output of the commands or in the server.log file:
* "Timed out waiting for SNMP response from device". On some devices this error can also result if there is a decryption error instead of the explicit decryption error below.
* "Authentication failed: incorrect password. Please check the `SNMPv3 authentication password is correct."
* "Decryption error. Please check the `SNMPv3 privacy password is correct."
* "Authentication failed: unknown user. Please check the `SNMPv3 authentication username is correct."
March 01, 2019, at 09:25 PM by Tim Shimmin - fix v3 toner/dump examples - oops
Changed lines 78-79 from:
@@server-command snmp-tool toshiba-hostname dump -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP dump > savepath\myprinter.txt@@
to:
@@server-command snmp-tool toshiba-hostname -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP dump > savepath\myprinter.txt@@
Changed line 82 from:
@@server-command snmp-tool toshiba-hostname dump -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP toner@@
to:
@@server-command snmp-tool toshiba-hostname -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP toner@@
February 28, 2019, at 05:45 AM by Tim Shimmin - More SNMP v3 changes
Added lines 12-13:
Note that from PaperCut version 19.0 onwards, PaperCut also supports SNMP version 3 for Toner, Model and Serial number.  A printer can be enabled for SNMP v3, by checking the box in the Printer Details page and entering the relevant SNMP v3 configuration information.
Changed lines 16-17 from:
* PaperCut must know the SNMP Community String of the printer (unless it's still set to the default of 'public').
to:
* For SNMP version 1 (used by default when SNMP v3 is disabled) PaperCut must know the SNMP Community String of the printer (unless it's still set to the default of 'public').
* For SNMP version 3, the security configuration information must be correctly set on the Printer Details page to match with the SNMP v3 settings on the network printer. This includes: context-name, username, authentication password, privacy/encryption password, authentication protocol and privacy/encryption protocol.
Changed lines 43-49 from:
!!! Verify that SNMP is enabled on the printer

Typically, SNMP settings are managed through the
printer's web interface.  Often printers will come from the factory with SNMP enabled and a default community string “public”. (In the world of SNMP, a community string is basically a password.)

If PaperCut cannot determine a printer’s toner level or model, make sure the printer that SNMP v1/v2 is enabled and that read access is turned on for
the "public" community string. If a different community string is used, this can easily by changed by editing the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ (since PaperCut version 16).

''Note that these steps are different from changing
the SNMP community string for Hardware Checks - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''
to:
!!! Verify that SNMP and its appropriate version are enabled on the printer

Typically, SNMP settings are managed through the printer's web interface.  Often printers will come from the factory with SNMP version 1/2c enabled and
a default community string “public”. (In the world of SNMP, a community string is basically a clear-text password.)

If PaperCut cannot determine a printer’s toner level or model, make sure the printer has SNMP enabled. In
the case of using SNMP version 1, make sure that SNMP v1/v2 is enabled and that read access is turned on for the "public" community string.  If a different community string is used, this can easily by changed by editing the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ (since PaperCut version 16).  ''Note that these steps are different from changing the SNMP community string for Hardware Checks - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''
In the case of using SNMP version 3 (available since PaperCut 19.0), make sure that SNMP v3 is enabled on the printer and that each of the 6 configuration settings (context-name, username, authentication password, privacy/encryption password, authentication protocol and privacy/encryption protocol) are all correct and matching with the Printer Details page.
February 28, 2019, at 05:22 AM by Tim Shimmin - Add SNMP v3 parameters
Added lines 69-98:

!! Debugging SNMP v3

From PaperCut version 19.0, the Application Server provides SNMP version 3 support. In order to do the previously mentioned ''dump'' and ''toner'' sub-commands when using the ''snmp-tool'', there are new options to set for the SNMP v3 configuration information.

An example of doing an SNMP v3 dump on a Toshiba device:

@@server-command snmp-tool toshiba-hostname dump -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP dump > savepath\myprinter.txt@@

An example of doing an SNMP v3 toner retrieval on a Toshiba device:

@@server-command snmp-tool toshiba-hostname dump -v3 -u admin  -a MD5 -A authpassword -x DES -X privacypassword -n MFP toner@@

The following options are provided:
* -?,--help help
* -a,--authproto <arg> auth protocol = MD5|SHA
* -A,--authpass <arg> auth password
* -b,--byte-order-reverse reverse byte order
* -c,--community <arg> community name
* -n,--contextname <arg> context name
* -o,--once poll or just retrieve once
* -p,--private private MIB first or not
* -r,--retries <arg> number of retries on failure
* -s,--show-all show more status
* -t,--timeout <arg> number of milliseconds
* -T,--timings show timings
* -u,--username <arg> auth username
* -v,--version <arg> SNMP version: 1 | 2 | 3
* -x,--privacyproto <arg> privacy protocol = DES|AES
* -X,--privacypass <arg> privacy password
August 01, 2018, at 05:32 PM by Aaron Pouliot - Revised troubleshooting steps based on feedback from Alan after call
Changed line 20 from:
!!! Check that the Physical Identifier is a network address
to:
!!! Check that the Physical Identifier for the printer is the correct network address
Changed line 31 from:
!!! If the Physical Identifier is not listed
to:
!!! If the Physical Identifier is not listed or is incorrect
Changed line 33 from:
# Try restarting the print server first.
to:
# Try restarting the print server (or [[https://www.papercut.com/support/resources/manuals/ng-mf/common/topics/tools-start-stop-app.html|Stop and Restart the PaperCut service]]).
Changed line 35 from:
# Collect the logs described in the above article and send these to support along with the following:
to:
# Then collect the logs described in the above article and send these to support along with the following:
July 03, 2018, at 06:05 PM by Aaron Pouliot - Minor change to bullet point
Changed lines 13-14 from:
* PaperCut must be able to determine the IP address or hostname of the printer.
* PaperCut must know the SNMP Community String of the
printer.
to:
* PaperCut must be able to determine the IP address or hostname of the printer from the operating system.
* PaperCut must know the SNMP Community String of the
printer (unless it's still set to the default of 'public'). 
June 29, 2018, at 08:59 PM by Aaron Pouliot -
Changed lines 25-26 from:
*  If you see a WSD port instead, then the PaperCut server will not be able to determine the IP address of the printer.  
* Make sure that all of the printers
on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.
to:
*  If you see a WSD port instead, then the PaperCut server will not be able to determine the IP address of the printer. Make certain that all of the printer queues on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.
June 29, 2018, at 08:38 PM by Aaron Pouliot - minor change to headers
Changed lines 19-21 from:
If PaperCut has not detected the toner level, serial number, or model of a particular printer, then please try the following steps.

!!! Make sure the Physical Identifier is a IP address or Hostname
to:

!!! Check that the Physical Identifier is a network address
June 29, 2018, at 08:36 PM by Arturo - Grammar and verbiage
Changed line 5 from:
Out of the box, PaperCut will automatically query networked printers using the SNMP protocol to determine display a variety of information, including:
to:
Out of the box, PaperCut automatically queries networked printers using the SNMP protocol to determine a variety of information for each printer, including:
Changed lines 10-11 from:
This information is then conveniently shown in the admin dashboard, and you can even configure automatic email notification when toner starts to run out.  Read below to understand the requirements as well as what to check when troubleshooting.
to:
This information is then conveniently shown in the admin dashboard, and you can even configure automatic email notifications when toner starts to run out.  Read below to understand the requirements as well as what to check when things don't seem to work.
Changed lines 15-24 from:
* Port UDP 161 must be open on the firewall between the server and the printer to allow SNMP traffic.
* To retrieve the printer toner level information, the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]] and [[http://www.faqs.org/rfcs/rfc3805.html | RFC3805]] and must include toner level information in the standard fields.

!!Troubleshooting
If PaperCut has not detected the toner level
, serial number, or model of a particular printer then please try the following steps.

!!! Check that
PaperCut can detects the printer's IP address or hostname

In
the PaperCut administrator interface, open the printer list, select a printer, and verify that the '''Physical Identifier''' lists the printer's correct network address, like the screenshot below.  SNMP only works with networked printers, so the physical identifier must be in the format of:  @@net://<printer-IP-address>@@.    If the physical identifier is not listed, is incorrect, or is not in the form of an IP address or Hostname then PaperCut will not be able retrieve SNMP data from the printer. 
to:
* UDP port 161 must be open on the firewall between the server and the printer to allow SNMP traffic.
* For PaperCut to get information about toner levels, the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]] and [[http://www.faqs.org/rfcs/rfc3805.html | RFC3805]].

!!Troubleshooting Steps
If PaperCut has not detected the toner level, serial number, or model of a particular printer
, then please try the following steps.

!!! Make sure the Physical Identifier is a IP address or Hostname

PaperCut determines the network address of the printer from the operating system and calls it the “Physical Identifier”. To check the physical identifier in PaperCut, log into the admin interface, open the printer list, select a printer and look for '''Physical Identifier''' as in the screenshot below. 

There are a few things to keep in mind
:
* SNMP only works with networked printers, so the physical identifier format should look like:  @@net://<printer-network-address>@@.   
*  If you see a WSD port instead, then
the PaperCut server will not be able to determine the IP address of the printer. 
* Make sure that all of the printers on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.

To see where PaperCut pulls this information from, open printmanagement.msc on your Windows print server, right click on a printer in question, choose Properties, and click on the Ports tab to edit

Changed lines 33-39 from:
The physical identifier is pulled automatically from the printing system of the operating system.  In Windows, open printmanagement.msc, right click on a printer to choose Properties, and click on the Ports tab to edit.   If you see a WSD port instead, then the PaperCut server will not be able to determine the IP address of the printer.  To get this working, make sure that all of the printers on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.

If the print server is Mac, Linux, or Novell then first try restarting the print server, which will trigger PaperCut to re-check the physical identifier.  After the system restarts, check to see if the physical identifier is populated.

If the physical identifier is still not listed, please help us troubleshoot the problem by collecting the following information:
# Enable debugging in the print provider (see [[https://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider | here]]).
# Restart the PaperCut Print Provider service. On Windows this is done in services.msc.  On Mac/Linux/Novell reboot the print server
.
to:
!!! If the Physical Identifier is not listed
Please help us troubleshoot
the problem by following these steps:
# Try restarting the print server first.
# If you don’t see a change, [[https://www
.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider | turn on debug mode in the Print Provider]].
Changed lines 42-45 from:
!!! Verify that SNMP is enabled on the physical printer

Configuring SNMP on the printer is usually done through the printer's web interface. Most printers will have SNMP enabled by default with a community string of “public”.  Make sure that SNMP v1/v2 is enabled and that read access is turned on for the "public" community string. Since PaperCut version 16.0 (build 35320) or later we also support setting custom community strings with the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ to change the SNMP community name for Toner/Model/Serial information. 
to:
!!! Verify that SNMP is enabled on the printer

Typically, SNMP settings are managed through the printer's web interface.  Often printers will come from the factory with SNMP enabled and a default community string “public”. (In the world of SNMP, a community string is basically a password.)

If PaperCut cannot determine a printer’s toner level or model, make sure the printer that SNMP v1/v2 is enabled and that read access is turned on for the "public" community string
. If a different community string is used, this can easily by changed by editing the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ (since PaperCut version 16).
Changed lines 50-53 from:
!!!! Confirm that SNMP traffic is not being blocked on the network

The SNMP protocol uses UDP port 161.  Verify that no firewall (either on the server or on the network) is set to block UDP port 161
.
to:
!!! Confirm that SNMP traffic is not being blocked
Confirm network security services, such as a router or firewall, are not interfering with UDP port 161..
Changed line 84 from:
[-Keywords: ink, cartridge, supplies, levels, type, model, toner, debug, toner, troubleshooting -]
to:
[-Keywords: ink, cartridge, supplies, levels, type, model, toner, debug, toner, troubleshooting -]
June 29, 2018, at 08:06 PM by Aaron Pouliot -
June 29, 2018, at 07:30 PM by Aaron Pouliot - Minor fixes
Changed lines 6-9 from:
* Type/Model information
*
Serial numbers
* Toner levels
to:
* Type/Model
* Serial number
* Toner level
Changed line 13 from:
* PaperCut must be able to determine the IP address of the printer.
to:
* PaperCut must be able to determine the IP address or hostname of the printer.
Changed lines 21-24 from:
!!! Check that PaperCut detects the printer's hostname/IP

In PaperCut select
the printer from the '''Printers''' tab, and verify that the '''Physical Identifier''' lists the printer's correct network address (see screenshot below).  SNMP only works with networked printers, so the physical identifier must be in the format of:  @@net://<printer-hostname>@@.    If the physical identifier is not listed, is incorrect, or is not in the form of an IP address then PaperCut will not be able retrieve SNMP data from the printer. 
to:
!!! Check that PaperCut can detects the printer's IP address or hostname

In
the PaperCut administrator interface, open the printer list, select a printer, and verify that the '''Physical Identifier''' lists the printer's correct network address, like the screenshot below.  SNMP only works with networked printers, so the physical identifier must be in the format of:  @@net://<printer-IP-address>@@.    If the physical identifier is not listed, is incorrect, or is not in the form of an IP address or Hostname then PaperCut will not be able retrieve SNMP data from the printer. 
Changed line 27 from:
The physical identifier is pulled automatically from the printing system of the operating system.  In Windows, open printmanagement.msc, right click on a printer to choose Properties, and click on the Ports tab to edit.  If you see a WSD port instead, then the PaperCut server won’t have a way to know the IP address of the printer.  To get this working, make sure that all of the printers on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.
to:
The physical identifier is pulled automatically from the printing system of the operating system.  In Windows, open printmanagement.msc, right click on a printer to choose Properties, and click on the Ports tab to edit.  If you see a WSD port instead, then the PaperCut server will not be able to determine the IP address of the printer.  To get this working, make sure that all of the printers on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.
June 29, 2018, at 07:07 PM by Aaron Pouliot - Formatting changes
Changed lines 3-5 from:
"''Help! Our PaperCut server isn’t showing the correct model, serial number, or toner status for our printer. What should we check?"'' 

PaperCut can display a variety of information from networked printers, including:
to:
"''Help! Our PaperCut server isn’t showing the correct model, serial number, or toner status for our printer. How can we get this working?"'' 

Out of the box, PaperCut will automatically query networked printers using the SNMP protocol to determine display a variety of information, including:
Changed lines 10-11 from:
This information is then conveniently shown in the admin dashboard and sysadmins can even configure automatic email notification when toner starts to run out.  The feature is simple and works out of the box in most environments, but still depends on a few things to work properly.  Read below to understand the requirements as well as what to check when it doesn't work as expected.
to:
This information is then conveniently shown in the admin dashboard, and you can even configure automatic email notification when toner starts to run out.  Read below to understand the requirements as well as what to check when troubleshooting.
Changed lines 13-14 from:
This information is obtained by PaperCut by querying the printer using the SNMP protocol.  A few things are needed for this to work:
* PaperCut must know
the IP address of the printer.
to:
* PaperCut must be able to determine the IP address of the printer.
Changed lines 31-34 from:
If the physical identifier is still not listed, we need to collect info as follows:
* Enable debugging in the print provider (see
[[https://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider | here]]).
* Restart the PaperCut print provider service. On Windows this is done in the services control panel.  On Mac/Linux/Novell reboot the print server.
* Collect the logs described in the above article and send these to support along with the following:
to:
If the physical identifier is still not listed, please help us troubleshoot the problem by collecting the following information:
# Enable debugging in the print provider (see
[[https://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider | here]]).
# Restart the PaperCut Print Provider service. On Windows this is done in services.msc.  On Mac/Linux/Novell reboot the print server.
# Collect the logs described in the above article and send these to support along with the following:
Changed lines 49-72 from:
!!! It still isn’t working

If all of the above
is correct and PaperCut is still not retrieving SNMP information, you should collect an SNMP dump of the problem devices as follows:

* Log on to
the server running PaperCut as an administrator.
* On Windows: Open a command prompt (cmd
.exe) and change to the "C:\Program Files\PaperCut NG\server\bin\win" directory.
* On Mac: Open a command Terminal prompt and change to the "[=/Applications/PaperCut NG/server/bin/mac=]" directory.
* On Linux or iPrint: Open a shell session a change to the
"[=/home/papercut/server/bin/linux-x64=]" directory.
* Run the following command for each problem printer (adjusting the IP address and filename as appropriate):

        @@server-command snmp-tool 192.168.1.20 dump > savepath\myprinter.txt@@

->You can also just run to following to see what toner information PaperCut will retrieve:

     
  @@server-command snmp-tool 192.168.1.20 toner@@

* For each printer you have problem with, provide the following information:
** The text file create with
the above command
** The make/model of printer
** If possible,
the approximate toner levels (i.e. check the toner levels from the printer's built-in web interface)
** If possible, the device's serial number

Send this information to
support, so we can diagnose the cause of the problem.
to:
!!Debugging SNMP

If all of the above is correct and PaperCut
is still not retrieving SNMP information from a particular printer, please help us troubleshoot the problem by running our snmp-tool to gather diagnostic information following the steps below:

# Log on to the server running PaperCut as an administrator
.
# Open a command prompt or terminal window and navigate to the PaperCut snmp-tool directory.
  * On Windows: open a Command Prompt window and browse to "C:\Program Files\PaperCut MF\server\bin\win"
  * On Mac: Open a Terminal window and browse to
"/Applications/[=PaperCut=] MF/server/bin/mac".
  * On Linux or iPrint: Open a shell session a change to the "/home/papercut/server/bin/linux-x64" directory.
# Run the following command for each problem printer (adjusting the IP address and filename as appropriate): @@server-command snmp-tool 192.168.1.20 dump > savepath\myprinter.txt@@.
# For each printer you have problem with, gather these details:
  * The text file create with the above command
  * The make/model of printer
  * If possible,
the approximate toner levels (i.e. check the toner levels from the printer's built-in web interface).
  * If possible,
the device's serial number.
# Start a support ticket with PaperCut through our [[https://
support.papercut.com/hc/en-us/requests/new/|Support Portal]] and share the details above.

Quick Tip: if you are familiar with [[https://www.papercut.com/support/resources/manuals/ng-mf/common/topics/tools-server-command.html|PaperCut's Server Commands]] you can run a command like this to see what toner information the PaperCut server will retrieve: @@server-command snmp-tool 192.168.1.20 toner@@
.
Changed line 80 from:
[-Keywords: ink, cartidge, supplies, levels, type, model, toner debug, toner, troubleshooting, debug -]
to:
[-Keywords: ink, cartridge, supplies, levels, type, model, toner, debug, toner, troubleshooting -]
June 29, 2018, at 06:33 PM by Aaron Pouliot - Rewrote article to add context and simplify troubleshooting
Changed lines 3-7 from:
PaperCut can retrieves a variety of printer information using SNMP, including:
to:
"''Help! Our PaperCut server isn’t showing the correct model, serial number, or toner status for our printer. What should we check?"'' 

PaperCut can display a variety of information from networked printers,
including:
* Type/Model information
* Serial numbers
Changed lines 9-25 from:
* Model/make information
* Serial numbers

The information is retrieved over
the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community. Non-public communities are also now supported with PaperCut version 16.0 (build 35320) or later.

With PaperCut version 16.0 (build 35320) or later, you can use the advanced [[https://www
.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ to change the SNMP community name for Toner/Model/Serial information. 

''Note that this is different from changing the SNMP community
for Hardware Checking - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''

For PaperCut to retrieve the printer toner levels,
the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]] and [[http://www.faqs.org/rfcs/rfc3805.html | RFC3805]].  Some that support this standard, still do not include toner level information in the standard fields.

If PaperCut is not detecting
toner levels, serial numbers, etc from SNMP follow the following steps.

!! 1. Check that PaperCut detects the printer's hostname/IP

In PaperCut select the printer from the '''Printers''' tab, and verify that
the '''Physical Identifier''' lists the printer's correct network address (see screenshot below).  SNMP only works with network based printers, so the physical identifier must be in the format of:  @@net://<printer-hostname>@@.    If the physical identifier is not listed, or is incorrect then PaperCut will not retrieve SNMP data.
to:

This information is then conveniently shown in the admin dashboard and sysadmins can even configure automatic email notification when toner starts to run out.  The feature is simple and works out of the box in most environments, but still depends on a few things to work properly.  Read below to understand the requirements as well as what to check when it doesn't work as expected. 

!! Requirements
This information is obtained by PaperCut by querying the printer using the SNMP protocol.  A few things are needed
for this to work:
* PaperCut must know the IP address of the printer
. 
* PaperCut must know the SNMP Community String of the printer
.
* Port UDP 161 must be open on
the firewall between the server and the printer to allow SNMP traffic.
* To retrieve the printer toner level information, the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]] and [[http://www.faqs.org/rfcs/rfc3805.html | RFC3805]] and must include toner level information in the standard fields.

!!Troubleshooting
If PaperCut has not detected
the toner level, serial number, or model of a particular printer then please try the following steps.

!!! Check that PaperCut detects the printer's hostname/IP

In PaperCut select the printer from the '''Printers''' tab
, and verify that the '''Physical Identifier''' lists the printer's correct network address (see screenshot below).  SNMP only works with networked printers, so the physical identifier must be in the format of:  @@net://<printer-hostname>@@.    If the physical identifier is not listed, is incorrect, or is not in the form of an IP address then PaperCut will not be able retrieve SNMP data from the printer.
Changed lines 28-29 from:
If running Mac/Linux/Novell, first try rebooting the print server.  Restarting will force PaperCut to re-check the print identifier.  After the system is restarting, check if the printer identifier is populated and whether the toner levels are recorded.
to:
The physical identifier is pulled automatically from the printing system of the operating system.  In Windows, open printmanagement.msc, right click on a printer to choose Properties, and click on the Ports tab to edit.  If you see a WSD port instead, then the PaperCut server won’t have a way to know the IP address of the printer.  To get this working, make sure that all of the printers on the server are using a Standard TCP/IP Port or the PaperCut TCP/IP Port.

If the print server is Mac, Linux, or Novell then first try restarting the print server, which will trigger PaperCut to re-check the physical identifier.  After the system restarts, check to see if the physical identifier is populated.

Changed lines 40-54 from:

!! 2. Verify that your printer has SNMP enabled

Check that your
printer has SNMP v1/v2 enabled, and the "public"community name  (or your own community name via the advanced config @@printer.snmp.community@@ from version 16 or later) has read-only access to the printer's SNMP data.

The printer SNMP configuration is usually available through the printer's web configuration interface
.

!! 3. Verify that your network allows SNMP connections between PaperCut and the printers

The SNMP protocol uses
the UDP over port number 161.  Verify that your network, firewalls and routers allow UDP port 161 from the PaperCut server to your printers.



!! 4. Collect
SNMP dumps and send to support
to:
!!! Verify that SNMP is enabled on the physical printer

Configuring
SNMP on the printer is usually done through the printer's web interface. Most printers will have SNMP enabled by default with a community string of “public”.  Make sure that SNMP v1/v2 is enabled and that read access is turned on for the "public" community string. Since PaperCut version 16.0 (build 35320) or later we also support setting custom community strings with the [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ to change the SNMP community name for Toner/Model/Serial information. 

''Note that these steps are different from changing the
SNMP community string for Hardware Checks - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''

!!!! Confirm that SNMP traffic is not being blocked on the network

The SNMP protocol uses UDP port 161.  Verify that no firewall (either on the server or on the network) is set to block UDP port 161.

!!! It still isn’t working

Changed line 54 from:
* Logon to the server running PaperCut
to:
* Log on to the server running PaperCut as an administrator.
Changed lines 78-80 from:
* Brother printers and copiers. Brother generally does not support the standard Printer MIB for toner levels. Brother uses a custom MIB which we added support for in PaperCut 14.2.

* Ricoh printers and copiers.
The toner levels from the standard Printer MIB seem to work for some and not others. We have had reports of problems on the following models:
to:
* Brother printers and copiers - Brother devices use a custom MIB. Support for querying Brother devices over SNMP was added in PaperCut version 14.2.

* Ricoh printers and copiers -
The toner levels from the standard Printer MIB seem to work for some and not others. We have had reports of problems on the following models:
Changed lines 82-83 from:
* Sharp printers show a "Near end of life" status  when they have low toner, as this status is specific to Sharp printer we do not know how to interpret it which is why low toner notifications are not sent. Printer MIB shows partial (-3) for this status, 'partial' means some supply of toner is remaining but it does not provide us information about the exact amount of toner left. In future, we might have a better way of analyzing this information.
to:

* Sharp printers - show a "Near end of life" status  when they have low toner, as this status is specific to Sharp printer we do not know how to interpret it which is why low toner notifications are not sent. Printer MIB shows partial (-3) for this status, 'partial' means some supply of toner is remaining but it does not provide us information about the exact amount of toner left. In future, we might have a better way of analyzing this information.
Changed line 86 from:
[-Keywords: ink, cartidge, supplies, levels, type, model, toner debug, toner, debug -]
to:
[-Keywords: ink, cartidge, supplies, levels, type, model, toner debug, toner, troubleshooting, debug -]
April 30, 2018, at 07:31 PM by Priyanka - Added information about Sharp Printers not sending low toner notifications.
Added line 79:
* Sharp printers show a "Near end of life" status  when they have low toner, as this status is specific to Sharp printer we do not know how to interpret it which is why low toner notifications are not sent. Printer MIB shows partial (-3) for this status, 'partial' means some supply of toner is remaining but it does not provide us information about the exact amount of toner left. In future, we might have a better way of analyzing this information.
May 09, 2017, at 04:34 AM by peterf - Removed reference to 32-bit Linux binaries.
Changed line 54 from:
* On Linux: Open a shell session a change it to either the "[=/home/PaperCut/PaperCut NG/server/bin/linux-i686=]" or "[=linux-x64=]" directory based on your architecture (i.e. 32bit vs 64bit).
to:
* On Linux or iPrint: Open a shell session a change to the "[=/home/papercut/server/bin/linux-x64=]" directory.
June 01, 2016, at 12:47 AM by 203.222.91.204 -
Changed line 37 from:
Check that your printer has SNMP v1/v2 enabled, and the "public"community name  (or your own community name via the advanced config "printer.snmp.community" from version 16 or later) has read-only access to the printer's SNMP data.
to:
Check that your printer has SNMP v1/v2 enabled, and the "public"community name  (or your own community name via the advanced config @@printer.snmp.community@@ from version 16 or later) has read-only access to the printer's SNMP data.
June 01, 2016, at 12:46 AM by 203.222.91.204 -
Changed line 37 from:
Check that your printer has SNMP v1/v2 enabled, and the "public" (or your own custom name from version 16 or later) community has read-only access to the printer's SNMP data.
to:
Check that your printer has SNMP v1/v2 enabled, and the "public"community name  (or your own community name via the advanced config "printer.snmp.community" from version 16 or later) has read-only access to the printer's SNMP data.
Changed line 37 from:
Check that your printer has SNMP v1/v2 enabled, and the "public" (or your own custom name) community has read-only access to the printer's SNMP data.
to:
Check that your printer has SNMP v1/v2 enabled, and the "public" (or your own custom name from version 16 or later) community has read-only access to the printer's SNMP data.
April 28, 2016, at 07:37 PM by timg - Added 16.0 info about changing the SNMP community for toner etc.
Changed lines 8-9 from:
The information is retrieved over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community. Non-public communities are not supported at this time.
to:
The information is retrieved over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community. Non-public communities are also now supported with PaperCut version 16.0 (build 35320) or later.

With PaperCut version 16.0 (build 35320) or later, you can use the advanced [[https://www.papercut.com/products/ng/manual/common/topics/sys-config-editor.html|config key]] @@printer.snmp.community@@ to change the SNMP community name for Toner/Model/Serial information. 

''Note that this is different from changing the SNMP community for Hardware Checking - as detailed [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-hwcheck.html|here]].''

Changed line 37 from:
Check that your printer has SNMP v1/v2 enabled, and the "public" community has read-only access to the printer's SNMP data.
to:
Check that your printer has SNMP v1/v2 enabled, and the "public" (or your own custom name) community has read-only access to the printer's SNMP data.
January 04, 2016, at 10:37 PM by Kyle - spell-o's
Changed line 8 from:
The information is retreived over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community. Non-public communities are not supported at this time.
to:
The information is retrieved over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community. Non-public communities are not supported at this time.
October 21, 2014, at 04:23 AM by 76.115.170.31 -
Changed line 77 from:
[-Keywords: ink, cartidge, supplies, levels, type, model -]
to:
[-Keywords: ink, cartidge, supplies, levels, type, model, toner debug, toner, debug -]
October 02, 2014, at 08:09 AM by 203.222.91.204 -
Changed lines 74-76 from:
  [= C420DN, C430DN, C4000, C4001, MPC 3001, MP 6001, 3500, MPC 400, and MPC 2051.=]
Custom MIB support for Ricoh for toner was added in PaperCut 14.2.
to:
  [= C420DN, C430DN, C4000, C4001, MPC 3001, MP 6001, 3500, MPC 400, and MPC 2051.=] Custom MIB support for Ricoh for toner was added in PaperCut 14.2.
October 02, 2014, at 08:08 AM by 203.222.91.204 -
Changed lines 71-72 from:
* Brother printers and copiers. Brother generally does not support the standard Printer MIB for toner levels. Brother uses a custom MIB which we hope to support in the future.
to:
* Brother printers and copiers. Brother generally does not support the standard Printer MIB for toner levels. Brother uses a custom MIB which we added support for in PaperCut 14.2.
Changed lines 75-76 from:
to:
Custom MIB support for Ricoh for toner was added in PaperCut 14.2.
January 28, 2014, at 12:55 AM by matt - add the v2 mib
Changed lines 10-11 from:
For PaperCut to retrieve the printer toner levels, the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]].  Some that support this standard, still do not include toner level information in the standard fields.
to:
For PaperCut to retrieve the printer toner levels, the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]] and [[http://www.faqs.org/rfcs/rfc3805.html | RFC3805]].  Some that support this standard, still do not include toner level information in the standard fields.
Changed lines 8-9 from:
The information is retreived over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community.
to:
The information is retreived over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community. Non-public communities are not supported at this time.
Changed lines 74-75 from:
  C420DN, C430DN, C4000, C4001, MPC 3001, MP 6001, 3500, MPC 400, MPC 2051
to:
  [= C420DN, C430DN, C4000, C4001, MPC 3001, MP 6001, 3500, MPC 400, and MPC 2051.=]
November 20, 2012, at 01:17 AM by Tim - Add known issues for Brother and Ricoh
Changed lines 67-68 from:
!! Know Issues
to:
!! Known Issues
Added lines 71-75:
* Brother printers and copiers. Brother generally does not support the standard Printer MIB for toner levels. Brother uses a custom MIB which we hope to support in the future.

* Ricoh printers and copiers. The toner levels from the standard Printer MIB seem to work for some and not others. We have had reports of problems on the following models:
  C420DN, C430DN, C4000, C4001, MPC 3001, MP 6001, 3500, MPC 400, MPC 2051

Added line 50:
* On Linux: Open a shell session a change it to either the "[=/home/PaperCut/PaperCut NG/server/bin/linux-i686=]" or "[=linux-x64=]" directory based on your architecture (i.e. 32bit vs 64bit).
Changed line 72 from:
[-Keywords: ink, cartidge, supplies, levels, type, model -]
to:
[-Keywords: ink, cartidge, supplies, levels, type, model -]
Changed lines 66-67 from:

to:
!! Know Issues

* HP LaserJet 8100N - While this device does have a toner indicator on its own Admin Web Pages, it does not give a numerical value and does not reset its value when a new cartridge is installed. As a result, toner levels for this device are unavailable.

August 03, 2011, at 06:43 AM by tim - fix up link
Changed line 23 from:
* Enable debugging in the print provider (see here).
to:
* Enable debugging in the print provider (see [[https://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider | here]]).
August 03, 2011, at 06:30 AM by tim - fix up the registry entry
Changed line 26 from:
  * Windows: a registry export of the printer settings - Use regedit to export the key: @@[=HKEY_LOCAL_MACHINE\CurrentControlSet\Control\Print=]@@
to:
  * Windows: a registry export of the printer settings - Use regedit to export the key (right click on Print entry and choose export option): @@[=HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print=]@@
Changed lines 8-9 from:
The information is retreived over the network using the SNMP protocol.  For this to work the printer must have SNMP v2 enabled and have read-only access enabled for the "public" community.
to:
The information is retreived over the network using the SNMP protocol.  For this to work the printer must have SNMP v1/v2 enabled and have read-only access enabled for the "public" community.
Changed lines 33-34 from:
Check that your printer has SNMP v2 enabled, and the "public" community has read-only access to the printer's SNMP data.
to:
Check that your printer has SNMP v1/v2 enabled, and the "public" community has read-only access to the printer's SNMP data.
March 09, 2011, at 10:28 PM by 202.129.124.120 - add some keywords
Changed line 69 from:
[-Keywords: ink, cartidge, supplies, levels -]
to:
[-Keywords: ink, cartidge, supplies, levels, type, model -]
Changed lines 16-20 from:
In PaperCut select the printer from the '''Printers''' tab, and verify that the '''Physical Identifier''' lists the printer's correct network address (see screenshot below).  SNMP only works with network based printers, so the physical identifier must be in the format of:  @@net://<printer-hostname>@@.    If the physical identifier is not listed, or is incorrect then PaperCut will not retrieve SNMP data.  If the printer network address is not listed, contact support for assistance.

Attach:snmp
-physical-identifier.png

to:
In PaperCut select the printer from the '''Printers''' tab, and verify that the '''Physical Identifier''' lists the printer's correct network address (see screenshot below).  SNMP only works with network based printers, so the physical identifier must be in the format of:  @@net://<printer-hostname>@@.    If the physical identifier is not listed, or is incorrect then PaperCut will not retrieve SNMP data.

Attach:snmp-physical-identifier.png

If running Mac/Linux/Novell, first try rebooting the print server.  Restarting will force PaperCut to re-check the print identifier.  After the system is restarting, check if the printer identifier is populated and whether the toner levels are recorded.

If the physical identifier is still not listed, we need to collect info as follows:
* Enable debugging in the print provider (see here).
* Restart the PaperCut print provider service. On Windows this is done in the services control panel.  On Mac/Linux/Novell reboot the print server.
* Collect the logs described in the above article and send these to support along with the following:
  * Windows: a registry export of the printer settings - Use regedit to export the key: @@[=HKEY_LOCAL_MACHINE\CurrentControlSet\Control\Print=]@@
  * Mac/Linux: A copy of the CUPS configuration. e.g. @@/etc/cups/printers.conf@@
  * Novell: A copy of printer database backup. @@/var/opt/novell/iprint/padbtxt.xml@@


Changed lines 56-57 from:
       server-command snmp-tool 192.168.1.20 toner
to:
       @@server-command snmp-tool 192.168.1.20 toner@@
Changed lines 42-43 from:
       @@server-command snmp-tool 192.168.1.21 dump > savepath\myprinter.txt@@
to:
       @@server-command snmp-tool 192.168.1.20 dump > savepath\myprinter.txt@@
Changed lines 46-47 from:
       server-command snmp-tool 192.168.1.21 dump
to:
       server-command snmp-tool 192.168.1.20 toner
Added lines 44-47:
->You can also just run to following to see what toner information PaperCut will retrieve:

        server-command snmp-tool 192.168.1.21 dump

Deleted lines 59-63:




Changed lines 10-11 from:
For PaperCut to retrieve the printer toner levels, the printer must support the standard SMTP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]].  Some that support this standard, still do not include toner level information in the standard fields.
to:
For PaperCut to retrieve the printer toner levels, the printer must support the standard SNMP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]].  Some that support this standard, still do not include toner level information in the standard fields.
June 16, 2010, at 12:51 AM by matt - Escape "papercut"
Changed line 39 from:
* On Mac: Open a command Terminal promptand change to the "/Applications/PaperCut NG/server/bin/mac" directory.
to:
* On Mac: Open a command Terminal prompt and change to the "[=/Applications/PaperCut NG/server/bin/mac=]" directory.
Changed lines 42-43 from:
       @@server-command snmp-tool 192.168.1.21 dump > myprinter.txt@@
to:
       @@server-command snmp-tool 192.168.1.21 dump > savepath\myprinter.txt@@
Changed lines 38-39 from:
* Open a command prompt (cmd.exe) and change to the "C:\Program Files\PaperCut NG\server\bin\win" directory.
to:
* On Windows: Open a command prompt (cmd.exe) and change to the "C:\Program Files\PaperCut NG\server\bin\win" directory.
* On Mac: Open a command Terminal promptand change to the "/Applications/PaperCut NG/server/bin/mac
" directory.
Changed lines 42-43 from:
       @@server-command snmp-tool 192.168.1.21 dump > c:\temp\myprinter.txt@@
to:
       @@server-command snmp-tool 192.168.1.21 dump > myprinter.txt@@
Added lines 1-59:
(:title Diagnosing printer toner and other SNMP problems:)

PaperCut can retrieves a variety of printer information using SNMP, including:
* Toner levels
* Model/make information
* Serial numbers

The information is retreived over the network using the SNMP protocol.  For this to work the printer must have SNMP v2 enabled and have read-only access enabled for the "public" community.

For PaperCut to retrieve the printer toner levels, the printer must support the standard SMTP Printer MIB [[http://www.faqs.org/rfcs/rfc1759.html | RFC1759]].  Some that support this standard, still do not include toner level information in the standard fields.

If PaperCut is not detecting toner levels, serial numbers, etc from SNMP follow the following steps.

!! 1. Check that PaperCut detects the printer's hostname/IP

In PaperCut select the printer from the '''Printers''' tab, and verify that the '''Physical Identifier''' lists the printer's correct network address (see screenshot below).  SNMP only works with network based printers, so the physical identifier must be in the format of:  @@net://<printer-hostname>@@.    If the physical identifier is not listed, or is incorrect then PaperCut will not retrieve SNMP data.  If the printer network address is not listed, contact support for assistance.

Attach:snmp-physical-identifier.png


!! 2. Verify that your printer has SNMP enabled

Check that your printer has SNMP v2 enabled, and the "public" community has read-only access to the printer's SNMP data.

The printer SNMP configuration is usually available through the printer's web configuration interface.

!! 3. Verify that your network allows SNMP connections between PaperCut and the printers

The SNMP protocol uses the UDP over port number 161.  Verify that your network, firewalls and routers allow UDP port 161 from the PaperCut server to your printers.



!! 4. Collect SNMP dumps and send to support

If all of the above is correct and PaperCut is still not retrieving SNMP information, you should collect an SNMP dump of the problem devices as follows:

* Logon to the server running PaperCut
* Open a command prompt (cmd.exe) and change to the "C:\Program Files\PaperCut NG\server\bin\win" directory.
* Run the following command for each problem printer (adjusting the IP address and filename as appropriate):

        @@server-command snmp-tool 192.168.1.21 dump > c:\temp\myprinter.txt@@

* For each printer you have problem with, provide the following information:
** The text file create with the above command
** The make/model of printer
** If possible, the approximate toner levels (i.e. check the toner levels from the printer's built-in web interface)
** If possible, the device's serial number

Send this information to support, so we can diagnose the cause of the problem.



----
[-Keywords: ink, cartidge, supplies, levels -]




Comments

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Article last modified on May 16, 2019, at 02:08 AM
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